Customer Success Manager

ABOUT THE COMPANY:

Clinical trials run at hundreds of sites, managed by our clinical operations group and CRO partners. Since 1980, the company has built manufacturing sites in Queensland and abroad.

JOB SUMMARY:

Jackson Biologics has an opening for a Customer Success Manager. We want someone who can read usage data, spot churn risk early and get the right people on a call before it is too late. This is a full-time remote role. We use an employer of record in the UAE, so you get a proper employment contract, not a freelance agreement. You will need some overlap with Australian Eastern time in the mornings.

DAY TO DAY:

• Report monthly on churn risk and saves
• Coordinate with support on open tickets for your accounts
• Flag expansion opportunities to the account executive or account manager
• Lead kickoff calls and onboarding plans with new customers
• Recruit happy customers for references and case studies
• Monitor usage and health scores in Gainsight and act on red flags
• Document every customer touch in Salesforce
• Run quarterly business reviews with customer stakeholders

REQUIRED QUALIFICATIONS:

• 3+ years in customer success, account management or implementation at a SaaS company
• Calm under pressure when a customer is angry
• Experience managing renewals or retention targets
• Bachelor's degree or equivalent experience
• Able to learn a technical product and explain it in plain terms
• Comfortable presenting to directors and VPs

ALSO HELPFUL:

• Certified Customer Success Manager (CCSM) or similar
• Experience with usage-based pricing

WHY WORK WITH US:

Rate: AED 17,500 - AED 23,500/month

• Paid parental leave
• Annual learning budget
• Monthly internet allowance
• Wellness allowance
• 24 days paid time off

Candidates must be eligible to work in United Arab Emirates.

We look at every application, usually within a week.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Jackson Biologics.